Refunds & Cancellations

Section 1

What Lumi costs today

Every feature in Lumi is currently free. The app has no checkout, takes no card, UPI or wallet details, and cannot charge you.

The Premium screen shows the plans we are thinking about. Tapping Start free trial only tells us you are interested. It does not start a trial, book a plan or take any payment, and the screen says so when you tap it.

Section 2

When paid plans arrive

Any paid plan in the Android app will be sold through Google Play Billing. Google processes the payment, and your Google Play account is the one charged. We never see or store your card or bank details.

• Before you pay, you will see the price, including taxes where Google shows them, and how often you will be billed.
• Subscriptions renew automatically at the end of each billing period until you cancel.
• If a plan comes with a free trial, Google Play shows when it ends. Cancel before then and you are not charged. The trial length is [CONFIRM: trial length and whether a trial is offered].
• If we change a subscription's price, Google Play tells you before the new price applies, and in some cases asks you to accept it.

Section 3

Cancelling a subscription

You can cancel at any time, in a few taps, from Google Play:

• Open the Google Play Store app and tap your profile picture.
• Go to Payments & subscriptions › Subscriptions.
• Choose Lumi and tap Cancel subscription.

After you cancel, you keep the paid features until the end of the period you have already paid for, and you are not charged again. Google's help page on cancelling subscriptions has the same steps with pictures.

Section 4

Refunds for Google Play purchases

Asking Google

Google Play handles refunds for purchases made through it, under Google Play's refund policy. For a recent purchase, the quickest route is to ask Google directly: open your Google Play order history, find the Lumi order and choose Request a refund. Google decides these requests.

Asking us

If Google cannot help, or the window it allows has passed, write to us. We look at each request on its facts. Requests we would normally approve include ones where:

• you were charged twice for the same thing;
• you were charged after cancelling in time;
• a paid feature did not work because of a fault on our side and we could not fix it within a reasonable time.

Where we approve a refund, it is issued through Google Play to the payment method you used, and Google's processing times apply. We cannot refund Play purchases any other way.

Section 5

Money-back guarantee

Lumi does not offer a money-back guarantee beyond what is described above. If we introduce one, its conditions (how long it lasts, what you need to have done, how to claim it) will be written here before it applies to any purchase. [CONFIRM: owner decision: offer a money-back guarantee, and on what terms]

Skin changes slowly and differently for everyone, so no plan or routine in Lumi comes with a promise of a particular result.

Section 6

Products you buy from retailers

When you tap through to a product, you leave Lumi for the retailer's or marketplace's own page. Anything you buy there is sold by them, under their terms. Returns, replacements, refunds and delivery problems go to them. We are not a party to that purchase and cannot reverse it.

If a product page in Lumi was wrong about a product, tell us and we will correct it.

Section 7

How to reach us about a payment

Write to [email protected] with the subject “Refund” and include:

• the email address of the Google account that was charged;
• the Google Play order number (it starts with GPA. and is in your Google Play order history or the receipt email);
• what happened, and what you would like us to do.

We aim to acknowledge a request within 48 hours and to resolve it within one month. [CONFIRM: owner to confirm these response times]

Section 8

Your rights and changes to this policy

Nothing in this policy takes away a right you have under the Consumer Protection Act, 2019 or any other Indian law that cannot be waived. If you are unhappy with how we handled a request, you can also approach a consumer commission or the National Consumer Helpline.

If we change this policy, the date at the top changes. A change never applies to a purchase made before it.